Hello,I have a simple Ticket Filter:When "Ticket / Issue Details" CONTAINS my name, the ticket should be assigned to me.Unfortunately this filter does not work, when my name is mentioned in the "Internal Note" of the existing ticket.If I remember well, this worked with earlier osTicket versions.Is there a possibility to make such filter work? I could not see "Rule matching criteria" for "Ticket / Internal Note".Can I add a simple patch to the code?Thank you,Augustas

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5 years later

I have a 1.9.8 instance and a 1.12.

I believe you are correct - this rule matching only picks up the initial description, and not the follow up Internal notes. I'm working on similar..

My Goal: I would like our internal users be able to reply to an alert email, and have that reply be filterable.

For example, if Employee A gets a Ticket Assignment Alert email, I'd like her to be able to reply to that email "give this to #chris" - reassigning the ticket via filter without having to log into osTicket.

Sorry for the partial thread hijack; looks like you were looking for similar albeit five years ago. I'm still digging for a solution.

    This thread is from 2014.
    Please do not be a necromancer. Please start your own thread if you have a question.

    mfrlchris I believe you are correct - this rule matching only picks up the initial description, and not the follow up Internal notes. I'm working on similar..

    Ticket Filters fire as time of Ticket creation.

    killing zombie thread with a head shot.

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